The global Customer Support Department is looking for a global ERP & CRM Senior SME (Subject Matter Expert) to support our implementation of an advanced ERP and CRM systems.
The global customer support department is based in Israel, and it is responsible for providing end-to-end business, technical, and operational solutions to all customers from the installation stage until the end of the product life cycle.
The role of Global CS ERP & CRM Senior SME is an integral part of the service organization, and you will report to the Global CS Business Director. In this role, you will be the customer support focal point for the ERP/CRM project, responsible for designing, training, and coordinating the different service field processes.
As part of your role, you will be required to ensure full alignment between Corp, Divisions, and Regions, and the project functions.
Responsibilities
What will you be doing:
Lead the field CRM assimilation of phase I of the system (and in a later stage, phase II), and co-work with the IT and the field teams to resolve open issues effectively.
Create reports, dashboards, metrics, and monitoring processes of data integrity and quality to support business, technical, and knowledge transfer needs.
Be responsible for defining phase II business requirements for efficient processes and interfaces, training, and coordination of implementing the service field CRM platform across global divisions and departments. Work closely with the IT teams to effectively set and configure the systems, including defining objects, fields, record types, page layouts, validation rules, workflows, process builder, flows, managing user setup, profiles, and roles
Lead the system testing activity, including business case scenarios design
Identify and resolve system failures to meet business needs by leading revisions to business processes.
Create and maintain guidebooks and documentation flows.
Support and Train users on their day-to-day tasks.
Work with internal and outsourced development partners on design and development.
Follow a data-driven approach, create, manage, and analyze reports periodically to follow up and control systems and users performance.
Leads the data cleansing activity in data related to Customer Support, as part of data conversion mission.
Requirements: Senior B.Sc. in industrial engineering or similar with a minimum 5 years of work experience
Strong business acumen and deep understanding of customer support field processes A must
Service manager with a minimum of 3 years An advantage
Experience in defining, implementing, and working with Global Advanced ERP/ CRM systems.
Experience in achieving robust data integrity and creating supporting reports, dashboards, and KPI's for the different department functions.
Strong ability to multitask, prioritize projects, meet deadlines, and achieve goals.
Ability to interface with global multidisciplinary functions.
Good Knowledge transfer skills, including frontal training and guidelines writing.
Proactive approach, takes ownership type personality
Good English language skills
This position is open to all candidates.